CRM Assistant

Job Introduction

Selfridges is a social centre where everyone is welcome. We surprise, amaze and amuse our customers everyday by doing the unexpected, celebrating those special moments and inspiring one another. We are the destination for the most extraordinary customer experience unrivalled with products and services ranging from high street to high end.

The role will coordinate & optimise the email and app marketing programme for Selfridges’ ‘store stories’ (email campaigns to support store news) and automated ‘customer journeys’ (e.g. welcome programme)

Role Responsibility

Based in our Wigmore Street offices you’ll provide a unique and tailored service in CRM to customers internally and externally, going beyond the ordinary to create moments that cannot be experienced elsewhere. Our customers expect extraordinary service delivered by people with a genuine passion for what they do and to share their unparalleled level of knowledge whilst taking enormous pride in maintaining our exceptionally high standards.

Working in within the wider Customer Marketing & Insights team you’ll share your knowledge through unique Selfridges stories.

Key Responsibilities for this role include:

• End-to-end execution of email and app marketing channels for Selfridges’ ‘store stories’ and automated ‘customer journeys’:
  • Coordinate and update email/ app content calendar
  • Attend weekly briefing meetings with Trade, Editorial, Marketing
  • Liaise with CRM Analysts to define customer segments for campaigns
  • Ensure campaigns are signed off by applicable stakeholders
  • Schedule, test and deploy campaigns
• Implement email & app testing strategies and report on key findings
• Provide weekly and monthly reports on campaign performance
• Monitor and report on competitor activity
• Build relationships with multiple teams to ensure email & app programme is optimised and efficient
• Monitor automated ‘customer journey’ campaigns and work with CRM Manager to improve performance and seek new opportunities

The Ideal Candidate

Your passion and confidence will set you apart. Bringing your personality to the service experience you will always look to genuinely connect with your customers while thinking creatively to bring your ideas to life.

Desired Skills for this role include:

• 2 years’ experience working within digital marketing
• Retail experience desired but not essential
• Experience working across customer behavioural campaigns
• Great attention to detail with an analytical flare
• Ability to work in a fast-paced environment and to tight deadlines
• Solution focused
• Strong communication skills with the ability to manage multiple expectations
• Good knowledge of Excel and web analytics
• HTML experience a bonus

About the Company

Selfridges is a shop run on imagination: a place where the world’s most covetable brands combine with the most extraordinary spectacles, events and ideas for an experience like no other.

The story began when Harry Gordon Selfridge first arrived in London from Chicago in 1906 with his heart set on opening his dream store. With his revolutionary understanding of publicity and the theatre of retail, Selfridges Oxford Street opened its doors for the first time in 1909. The founder’s spirit of innovation and creativity lives on through its owners today. Since 2003, W. Galen Weston and his family have owned and operated the business, which now includes two stores in Manchester, one in Birmingham, plus selfridges.com and the Selfridges App which both deliver to over 130 countries.

In 2016 Selfridges was the first ever store to be awarded the title of ‘World’s Best Sustainability Campaign by a Department Store’ at the IGDS Global Department Store Summit, in-line with its focus on buying better and inspiring change. For an unprecedented three consecutive occasions in a row (2010, 2012 & 2014) Selfridges also won the coveted ‘Best Department Store in the World’ award, underlining its place at the forefront of retail.

Selfridges